Service concerns occur in 4% of patients. Few complain unless they are asked and so there is no opportunity for service recovery. Prompt issue awareness allows for an apology and correction of any misperceptions before a letter is sent to the CEO or a negative social media review is recorded. Loyalty is built on responsiveness, not perfection.
Watch these three brief screen recordings in sequence to see how SmartContact is used for complaint management. You will see the survey being completed, a staff member replying, and the message being sent back to the patient.
Watch these three brief screen recordings in sequence to see how SmartContact is used for complaint management. You will see the survey being completed, a staff member replying, and the message being sent back to the patient.
Patient Survey |
Reply Created |
Reply Sent |